Director of Client Operations

About the RoleWe are seeking a Director of Client Operations to lead enterprise operational delivery, strategic account coordination, and long-term client success across key client relationships. This is not a traditional customer success or support role. This role is responsible for driving operational alignment, managing escalations, improving execution across teams, strengthening strategic client relationships, and ensuring enterprise clients achieve successful outcomes on the Injala platform.The ideal candidate combines:insurance industry knowledge,operational leadership,technology fluency,executive communication skills,strategic account management instincts,and strong organizational capability.You will work cross-functionally across Customer Success, Operations, Product, Engineering, Compliance, Sales, and Executive Leadership to drive accountability, create structure, improve enterprise client execution, and support long-term account growth.This role is ideal for someone who thrives in ambiguity, can operate calmly under pressure, and naturally becomes the operational leader and trusted advisor in complex client environments.Key ResponsibilitiesEnterprise Client OperationsServe as the operational lead for strategic enterprise accountsManage high-priority escalations and cross-functional issue resolutionDrive alignment between client stakeholders and internal teamsBuild trusted relationships with executive and operational client contactsLead operational reviews, governance meetings, and strategic planning sessionsDevelop a deep understanding of client operational workflows, business objectives, and organizational prioritiesStrategic Account Management & GrowthIdentify opportunities to expand platform adoption and operational value within strategic accountsPartner with Sales and Executive Leadership on account growth initiatives and long-term account strategySupport cross-sell and expansion opportunities across the InjalaOne platform, including operational and workflow enhancement opportunitiesHelp clients understand additional platform capabilities, products, and operational solutions that align with their business needsStrengthen long-term client retention through proactive operational leadership and relationship managementDevelop trusted advisor relationships that position Injala as a strategic operational partner rather than simply a software vendorCross-Functional CoordinationCoordinate execution across Customer Success, Product, Engineering, Compliance, Operations, and SalesIdentify breakdowns in workflows, ownership, communication, and operational processesDrive accountability and resolution management across multiple stakeholdersEnsure operational priorities are clearly communicated and executedOperational Governance & ExecutionEstablish governance frameworks, escalation paths, operational cadences, and reporting structuresDevelop KPIs, dashboards, scorecards, and operational health metricsImprove operational consistency, efficiency, and execution qualityHelp define scalable operational processes as Injala growsProduct & Technology CollaborationTranslate client operational challenges into actionable product and engineering feedbackPartner with Product and Engineering teams during implementation and enhancement initiativesHelp clients understand platform capabilities, workflow expectations, and operational best practicesDistinguish between technology limitations and operational/process issuesStrategic LeadershipProvide leadership during periods of operational ambiguity or organizational changeCommunicate complex issues clearly and tactfully to both internal and external stakeholdersBalance client advocacy with operational accountabilityHelp drive continuous improvement across the client delivery organizationIdeal Qualifications7+ years of experience in insurance operations, enterprise delivery, client operations, strategic account management, program management, or related leadership rolesStrong understanding of insurance workflows and operational processesExperience working cross-functionally with product and technology teamsProven ability to manage escalations and complex enterprise client relationshipsExperience supporting account growth, strategic client relationships, or enterprise account expansion initiativesExceptional organizational, communication, and stakeholder management skillsExperience building operational frameworks, governance structures, and reporting processesAbility to operate effectively in fast-paced, high-growth environmentsStrong executive presence and problem-solving capabilityPreferred BackgroundsInsurance brokerage operationsEnterprise insurance technology platformsRisk management or compliance operationsProgram management / PMO leadershipConstruction insurance or certificate management experienceSaaS operational delivery environmentsWhat Success Looks LikeEnterprise accounts operate with strong coordination and accountabilityEscalations are managed proactively and professionallyClients trust Injala as a strategic operational partnerInternal teams operate with improved alignment and visibilityOperational bottlenecks are identified and resolved quicklyStrategic accounts expand platform adoption and deepen operational partnership with InjalaLeadership gains confidence in execution consistency across strategic accountsWhy Join InjalaInjala is building a category-defining platform focused on simplifying complex insurance and risk management workflows across the industry.This is an opportunity to join a rapidly growing company where you will:work directly with executive leadership,influence operational strategy,help shape enterprise delivery capabilities,strengthen strategic client relationships,and play a meaningful role in scaling the organization.We are looking for builders — people who thrive in solving difficult operational problems, improving systems, strengthening client partnerships, and helping organizations scale intelligently.If you enjoy turning ambiguity into structure and driving meaningful operational impact, we would love to speak with you.